Hanssem Receives 'Consumer-Centered Management' Certification for the 7th Time

An interior design expert is consulting with a customer at a Hanssem store.

Hanssem announced on the 13th that it has obtained the 'Consumer-Centered Management' (CCM) certification.

Hanssem has acquired the CCM certification seven times from 2010 to this year. The CCM certification is a nationally recognized system that evaluates and certifies every two years whether a company organizes all management activities around consumers and continuously improves them. The Korea Consumer Agency conducts the evaluation, and the Fair Trade Commission grants the certification.

In this certification, Hanssem received high marks for continuously and systematically promoting consumer-centered management activities, such as consumer-centered management and proactive prevention of consumer inconvenience, led by the Chief Customer Officer (CCO). Hanssem's Customer Experience (CX) Office, which is responsible for customer experience, continues to utilize various initiatives for service and quality innovation and consumer rights protection.

The Integrated VOC (Voice of Customer) team within the CX Office collects customer feedback through various channels such as the AS website, call center, and customer satisfaction surveys. The collected customer feedback is categorized into four types: customer praise, customer suggestions, simple complaints, and customer grievances. For customer grievances, professional counselors from the Customer Protection Team listen directly to customer inconveniences occurring on-site and assist in resolving issues. Recurring issues are discussed in weekly meetings chaired by the Chief Executive Officer (CEO) to devise measures to prevent recurrence.

Customer suggestions and grievances are also reflected in the new product development process. Customer opinions are incorporated into product development during the product planning stage, and the decision to launch new products is made based on quality during the evaluation stage. The development department collaborates organically to protect customers.

A Hanssem representative stated, “Customer satisfaction has been the driving force behind Hanssem’s position as the number one company in the domestic home interior industry for over 50 years,” adding, “We will continue to strive to provide high-quality services throughout the entire interior process, from consultation to design, construction, and after-sales service.”